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Conflict Resolution: Phone Skills Training

At some point in your career, you’ll deal with a difficult or angry customer. Instead of dreading this situation, turn that adversary into a devotee with a few simple steps. Learn about conflict resolution over the phone and more business phone etiquette at Canity. This video is part of the Phone Skills training series from Canity. 00:00 – Intro 00:12 – Why customers complain. 00:22 – Listen carefully to their gripe. 00:33 – Confirm issue with the caller. 00:44 – Empathise with them. 01:00 – Outline a timeline. 01:17 – Thank the customer by name. 01:38 – Save the relationship. 01:48 – Outro Canity is an online customer service training platform, with 400+ customer service training videos, downloadable ebooks, interactive online quizzes it's training you'll love. Because great customer service starts with great training. https://www.canity.com/phone-skills/